美国著名质量管理专家费根堡姆博士提出“提高质量就是更加有效地利用人力和物力,也是能使一些企业回收投资的最好时机,其焦点都集中在质量上”。所以质量成了企业经营战略的中心。在工矿企业早就把质量和企业效益,质量和企业的生存与发展,紧密地联系起来,提出了“以质量求生存,以质量求发展”的治厂方针。但在我们邮电企业,不少同志却有一种不正确的看法,认为提高质量,改善服务,势必要投入人力物力,增加企业支出,往往在强调质量时,不顾企业效益,在注重经济效益时,又忽视服务质量。有些企业通信质量上去了,经济效益下降了,或经济效益上去了,质量又跌下来了。为什么会产生这样的情况呢?究其原因,是 Dr. Fagan Bomme, a famous American quality management expert, proposed that “improving quality means more effective use of manpower and material resources. It is also the best time for some enterprises to recover their investments. The focus is on quality.” So quality has become the center of business strategy. In the industrial and mining enterprises have long been the quality and business efficiency, quality and business survival and development are closely linked to put forward the “quality of survival, quality and development,” Zhichang guideline. However, in our postal and telecommunications enterprises, many comrades do not have the correct opinion. They think that to improve quality and improve service, it is bound to invest manpower and resources to increase corporate expenditures. When emphasizing quality, regardless of the efficiency of enterprises, when focusing on economic benefits, Ignore the quality of service. In some enterprises, the quality of communication has gone up, the economic benefits have dropped, or the economic benefits have gone up. The quality has dropped again. Why did this happen? The reason is